About this role
What are you going to do? In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports. Accountable for answering high volume of calls from customers or field staff requesting technical support. Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution. Responds to and archives incoming emails Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience. Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms. Creates, updates, and distributes required status reports. Ensures accurate and timely updating of customer information in Salesforce Completes reports on a weekly basis Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management